Hi, thanks for reply. I know that it is possible to handle it through the Coreworkflows and was wondering if there is an other way.
It didn’t work with console commands that I was trying to use. So, let it be.
Sorry, I wasn’t aware that you know about core workflows.
You could use another method with the ruby console: limit the available states for customers in the ticket creation screen to only one. This process is described here.
For the ticket creation screen I would first check which states are available to customers at the moment
do you know how to set the “new” status for agents to default. For e.g. phone tickets? It is set to “Open” by default, although default_create: is set to “true” for status:new, But I believe this only effects for customers.
Warning Using default_create: true depends on the administrator setting the other default create state to false. Other wise Zammad will not behave as expected. This attribtue affects both agents and customers.
If you need this for customers only, better stick with Core Workflows.